AccountId: 011433970860
ContactId: 18f72388-fc99-43b0-a238-fece0aafa53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285579 ms
Total Talk Time (AGENT): 79146 ms
Total Talk Time (CUSTOMER): 138073 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/18f72388-fc99-43b0-a238-fece0aafa53c_20250409T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, ma'am. This is [PII] from the dental office. I'm checking the benefit and ability. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good as well. Thank you.
[AGENT][NEUTRAL] OK. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, sure. That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Oh, that would be 775.
[CUSTOMER][NEUTRAL] 003.
[CUSTOMER][NEUTRAL] 257.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[AGENT][NEUTRAL] Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Oh, I don't have the social number, so that's the only member ID I have. Um [PII].
[AGENT][NEUTRAL] OK, I can look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Oh, the last name spelled [PII].
[AGENT][NEUTRAL] My first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh the first name spelled [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And please spell the last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, [PII] is the last name or is it the first name?
[CUSTOMER][NEUTRAL] The first name.
[AGENT][NEUTRAL] OK. And what's the last name? Spell that one more time.
[CUSTOMER][NEUTRAL] Uh, the last name spelled [PII].
[AGENT][NEUTRAL] OK. No one's coming up in our system under that name.
[CUSTOMER][NEUTRAL] Oh, so this is the American Public Life Insurance, correct?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] No patient holding up with the member ID uh patient's name and date of birth?
[AGENT][NEGATIVE] No one's coming up under the name, and if the name doesn't come up, then the date of birth doesn't come up either, and no one's coming up under that ID you gave me. That was too many numbers. That's not one of our member ID numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Many members. OK. And I have the call reference number.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um my name is spelled [PII] My last initial is [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm right.
[AGENT][NEUTRAL] EVM
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] In today's date, that's correct. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, OK. By the way, can we check with the, like, exchange the first and the last name? Like instead of [PII] to the last name, you can use it to the first name and [PII] to the last name. I mean, I just want to check if the patient is not really
[CUSTOMER][NEUTRAL] You know, coming up uh on the system.
[AGENT][NEGATIVE] Yeah, the patient isn't coming up under that way either.
[CUSTOMER][POSITIVE] Oh, OK. All right, uh, Ay, thank you so much for your time, OK? And you have a good one, right?
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, [PII]?
[CUSTOMER][POSITIVE] Um, that's all, ma'am, and thank you so much for your time. Um.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.